National Contact Center (NCC) Customer Care Lead, San Antonio, Texas, USA
About The Position
Solventum is a new healthcare company with a long legacy of solving big challenges that improve lives and help healthcare professionals perform at their best. At Solventum, people are at the heart of every innovation we pursue. Guided by empathy, insight, and clinical intelligence, we collaborate with the best minds in healthcare to address our customers’ toughest challenges. The Impact You’ll Make in this Role As a Lead – Customer Support (Service Advantage) you will have the opportunity to tap into your curiosity and collaborate with some of the most innovative and diverse people around the world. Here, you will make an impact by: Performing expert-level escalation handling to resolve complex and high-impact customer issues Executing real-time performance support through coaching, guidance, and feedback to frontline agents Supporting operational priorities by acting as a SWAT resource during high-volume or critical situations Coordinating continuity of operations by providing Supervisor backup coverage when needed Preparing and supporting talent development activities, including coaching, talent identification, and cross-training How you will make an impact: Performing expert-level escalation handling to resolve complex and high-impact customer issues Executing real-time performance support through coaching, guidance, and feedback to frontline agents Supporting operational priorities by acting as a SWAT resource during high-volume or critical situations Coordinating continuity of operations by providing Supervisor backup coverage when needed Preparing and supporting talent development activities, including coaching, talent identification, and cross-training
Requirements
- High School Diploma/GED (or higher) and three (3) years of customer support, call center, healthcare support, or related experience in a private, public, government, or military environment.
- Two (2) years of experience handling escalations or complex customer situations.
- Demonstrated experience providing peer support, guidance, or informal leadership within a team environment.
- Experience working in a high-volume, fast-paced customer support environment.
- Strong understanding of performance metrics and service expectations (e.g., quality, adherence, and productivity).
- Proven ability to manage priorities, communicate effectively, and solve problems in real time.
- Ability to work scheduled shifts in a 24/7 operational environment, including overtime as required.
- Must be legally authorized to work in country of employment without sponsorship for employment visa status (e.g., H1B status).
Responsibilities
- Performing expert-level escalation handling to resolve complex and high-impact customer issues
- Executing real-time performance support through coaching, guidance, and feedback to frontline agents
- Supporting operational priorities by acting as a SWAT resource during high-volume or critical situations
- Coordinating continuity of operations by providing Supervisor backup coverage when needed
- Preparing and supporting talent development activities, including coaching, talent identification, and cross-training
Benefits
- Medical, Dental & Vision
- Health Savings Accounts
- Health Care & Dependent Care Flexible Spending Accounts
- Disability Benefits
- Life Insurance
- Voluntary Benefits
- Paid Absences
- Retirement Benefits
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
